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Maintaining a Personal Touch While Harnessing the Power of AI
For years, industry experts have been forecasting the massive impact of artificial intelligence (AI) on the financial service sector and, with a surge in technological advances seemingly overnight, that prediction is coming true in more ways every day. AI has...
Customer Feedback: Why It Matters and How To Get It
As if banks and credit unions didn’t have enough competition among themselves, the expansion of fintechs into the financial sector has made the contest for customers’ business even more fierce. You may think you’re doing a terrific job and that...
4 Ways to Boost Customer Loyalty
Attracting new banking customers is a key part of growing a financial institution—but retaining those customers is another matter altogether. So let’s break things down a bit. Customer retention is strongly tied to loyalty, satisfaction, and a number of other...
Streamlining the Customer Experience With Home Loan Survey Results
So, you’ve run the mortgage surveys, collected the data, and are now wondering what to do with it all. We’ve got the answer. Or answers, as it were. Customer experience surveys contain a vast amount of information that can be...
4 Back-Office Issues That Impact Customer Service
It’s all too easy to focus customer experience efforts and growth strategies exclusively on coaching front-line staff. They are, after all, the most visible part of your team. But the back office needs adequate support, as well. If underwriting is...
5 Financial Marketing Trends to Watch
As the new decade rapidly approaches, financial institutions find themselves vying for customers in an increasingly competitive landscape. Online-only banks and financial apps are attracting technology-savvy customers left and right—so how can traditional financial institutions keep up? Customer service is...
Do Your Banking Customers Trust You?
We’ve learned a lot of crucial lessons from the errors of larger financial institutions in the last decade. One of the most important is that trust is a touchy subject, and financial institutions both large and small have very little...
Boosting Your Financial Institution’s Ease of Doing Business Rating
If you’re in the process of overhauling the customer experience at your financial institution, you’re likely looking for ways to evaluate what already is and isn’t working. You can do this by taking stock of the various factors that affect...
Get to Know Your Banking Customers With These 5 Strategies
All too often, we see financial institutions making changes to the customer experience that aren’t backed up by data. Of course, a new touchpoint or service might seem helpful, but these additions and changes might just end up creating confusion...